Nearly 80% of Law Firm Clients Feel Uncared For: New Survey Reveals Major Disconnect

New data from legal technology company Case Status highlights the client experience gap taking place within the legal industry

CHARLESTON, S.C., June 17, 2025 /PRNewswire/ -- Case Status, the leading AI-powered client engagement platform for law firms, has released its Legal Client Experience Report to help law firms recognize and close the client experience (CX) gap by providing clarity on the specific actions that create happy clients. The report outlines four key areas where firms are underperforming: perception, communication, measurement, and operations – all of which directly impact client satisfaction and firm growth.

The findings are based on a three-pronged research approach: an independent survey of 433 law firm clients, an independent survey of 109 practicing attorneys, and a sampling of anonymized usage data from hundreds of law firms and hundreds of thousands of clients using the Case Status platform. This combination of survey insights and real-world engagement data provides a uniquely comprehensive view of how law firms are performing – and where they must improve. The report provides actionable benchmarks for firms looking to modernize and compete in a client-driven market.

Clients and Attorneys View Their Relationship Differently

While 72% of attorneys describe their firm as "caring," only 40% of clients agree. Additionally, just 21% of clients said they felt reassured that their legal team cared about their experience or asked for feedback. This disconnect highlights a significant perception gap between how service is delivered and how it is received. Without structured feedback mechanisms, firms are left to rely on assumptions rather than real client sentiment.

"Attorneys want to provide great service, but without regular feedback, they're often unaware of how clients truly feel," said Andy Seavers, CEO of Case Status. "Firms that embrace transparency and invite feedback show clients that their voice matters. This is the foundation of a truly client-centered practice."

On-Demand Expectations Aren't Being Met

Only 9% of law firms offer a self-service mobile app, despite the fact that consumers spend five hours a day on their smartphones, and 93% of that time is spent in apps. Without on-demand access to case updates, clients are left relying on sporadic phone calls and emails, which often leads to frustration and delays. This lack of transparency contributes to client anxiety and increases the volume of inbound communication that firms must manage manually.

"Clients expect the same level of convenience from their law firm that they get from other service providers," said Seavers. "Delivering that experience requires both the right tools and a commitment to meeting clients where they are."

Key Metrics Like Response Time Go Unmeasured

Only 35% of firms measure response time, and just 25% track total case resolution time. Case Status data shows a direct correlation between shorter response and resolution times and a higher Net Promoter Score (NPS), underscoring the importance of measurement and actionable data. Yet many firms still lack the tools or processes to monitor these metrics consistently across teams.

"Responsiveness is more than a service standard; it's a reflection of how much a firm values its clients," said Jay Sarmaz, Vice President of Data & AI. "When teams prioritize timely communication and case progress, they create a more confident and connected client experience that builds trust."

To download Case Status's full CX Report, please visit here.

About Case Status

Case Status is the leading AI-powered legal technology company for client engagement with a vision to redefine how law firms interact with their clients. Our innovative, secure software platform and intuitive 5-star rated app simplify client engagement by providing real-time updates, secure messaging, and AI-powered insights to keep clients informed every step of the way. Seamlessly integrating with case management systems, Case Status streamlines communication, boosts client satisfaction, and drives positive reviews and referrals. Our goal is simple: to enhance the experience for both clients and attorneys.

Media Contact: Ron Stein - ron.stein@modop.com

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SOURCE Case Status